Forward-Looking Statements
This presentation contains "forward-looking statements" as defined in the Private Securities Litigation Reform
Act of 1995. The words “anticipate,” “believe,” “estimate,” “expect,” “intend,” “will,” “should” and similar
expressions, as they relate to us, are intended to identify forward-looking statements. These statements
reflect management’s current beliefs, assumptions and expectations and are subject to a number of factors
that may cause actual results to differ materially. These factors include but are not limited to: changes in
economic conditions, political conditions, trade protection measures, licensing requirements and tax matters
in the United States and in the foreign countries in which we do business; changes in foreign currency
exchange rates; actions of competitors; our ability to obtain adequate pricing for our products and services
and to maintain and improve cost efficiency of operations, including savings from restructuring actions; the
risk that unexpected costs will be incurred; our ability to expand equipment placements; the risk that
subcontractors, software vendors and utility and network providers will not perform in a timely, quality
manner; the risk that individually identifiable information of customers, clients and employees could be
inadvertently disclosed or disclosed as a result of a breach of our security; our ability to recover capital
investments; development of new products and services; our ability to protect our intellectual property rights;
interest rates, cost of borrowing and access to credit markets; the risk that multi-year contracts with
governmental entities could be terminated prior to the end of the contract term; reliance on third parties for
manufacturing of products and provision of services; our ability to drive the expanded use of color in printing
and copying; the outcome of litigation and regulatory proceedings to which we may be a party; and other
factors that are set forth in the “Risk Factors” section, the “Legal Proceedings” section, the “Management’s
Discussion and Analysis of Financial Condition and Results of Operations” section and other sections of our
2012 Annual Report on Form 10-K filed with the Securities and Exchange Commission. The Company
assumes no obligation to update any forward-looking statements as a result of new information or future
events or developments, except as required by law.
2
• Showcase Xerox’s leadership position in
healthcare services
• Review growth opportunities aligned with trends
in industry and regulatory reforms
• Highlight differentiating innovation that simplifies
complexity of healthcare administration
Today’s Discussion
3
• F&A: A/P, A/R, close process, procurement, cash mgmt., expense reimbursement
• Student loan servicing, student financial aid, enrollment mgmt.
• Financial Services: data processing services to auto finance & leasing
Commercial IT
(~12%)
State Government
(~12%)
Large Healthcare Exposure
• Data center outsourcing
• Network management services
• Desktop management
• Help desk
• Remote infrastructure management
• Application services
• Enterprise cloud services
HR Services
(~10%)
• Consulting: retirement, health, comp
• Outsourcing: Employee service center, data management, payroll
• Benefits Outsourcing: 401(k), pension, health self-service portal
• Learning: technology services, content development, administration
• Medicaid administrative solutions
• Health Information Exchange
• Pharmacy benefits management services
• Child support payment processing
• Eligibility determination & case management
• Electronic benefits transfer
• IT services
• Electronic toll collection
• Fare payment & collection
• Commercial carrier solutions
• Automated motor carrier tax & regulatory processing
• Public safety photo enforcement
Financial Services
(~6%)
Healthcare Payer &
Pharma (~6%)
Customer Care
(~7%)
• Healthcare payer claim processing, billing, payment, reconciliation
• Healthcare payer customer care, Web-based self service
• Cost recovery, audit, cost avoidance
• Wireless customer care: customer acquisitions, device support, loyalty plans & collections
• Travel: back office processing, on-line check-in support, customer care
• Tech support and services
Document Outsourcing (~30%)
• Electronic toll collection
• Fare payment & collection
• Commercial carrier solutions
• Automated motor carrier tax & regulatory processing
• Public safety photo enforcement
• Electronic toll collection
• Fare payment & collection
• Commercial carrier solutions
• Traffic photo enforcement
• Traffic & parking mgmt.
• IT Services
• Government records mgmt.
Transportation & Local
Government (~8%)
Communication & Marketing Services
(~4%) • Creating personalized,
multi-channel marketing communications
Managed Print Services (~26%)
• Optimizing, managing and rationalizing the operations of Xerox and non-Xerox devices
Central Government (~3%)
• Student loan servicing, healthcare claims processing, electronic payment cards
Retail, Travel &
Insurance (~3%)
• Transactional services for retail, travel and non-healthcare insurance companies
• Data entry, mailroom, imaging input and hosting, call centers, help desk
• Increased industry focus
Healthcare Provider
(~3%)
• Consulting solutions
• Revenue cycle management
• Analytical care management & workflow solutions
Partial Healthcare 100% Healthcare Non-Healthcare LEGEND:
(Percentages represent percent of total Services revenue)
4
Healthcare growth and
profitability above
Services average
Investing in innovation,
differentiation and
growth areas
Human Resources
Financial Services
Healthcare Payer
Retail, Travel & Ins.
Customer Care
Commercial IT
Health- care
Provider
Central Gov’t
State Government
Transportation
Managed Print
Services
Comm. and Mktg. Services
Op
era
tin
g M
arg
in %
Revenue Growth
Healthcare - Attractive Growth and Profitability
Note: The graphic above is a relative representation of the Services lines of business in 2013
Partial Healthcare 100% Healthcare Non-Healthcare LEGEND:
5
Healthcare Services Analyst Day Agenda
Welcome and Overview Jim Lesko
• Xerox in Healthcare Connie Harvey
• Our Government Healthcare business Mary Scanlon
• Our Payer business Mike Morrison
• Our Provider business Charles Fred
Break
Lunch – PARC & Healthcare Innovation overview Steve Hoover / RG Conlee
• Innovation demos
Wrap-up
7
Xerox Healthcare Services: Fuels Xerox Growth
• $2B+ business -> among largest players in U.S. Healthcare
• Double-digit revenue growth; mid-teens operating margins
• Significant market penetration across key segments
• Capturing business in emerging areas with new capabilities
9
Xerox Healthcare - Did You Know?
$2B+
Of Xerox services revenues
1700+
Hospitals served
900+
Million healthcare claims processed per year
22+
Thousand employees dedicated to healthcare
36
Million people served by government health services
100
Percent of the top ten BCBS organizations are clients
20
Of the top 20 US Managed Healthcare plans are clients
2/3
Of U.S. insured patients are touched by our services
37
U.S. states supported by government health solutions
10
National healthcare expenditures (2009–2019)
Growing Healthcare Costs Drive Opportunity
Source: Centers for Medicare & Medicaid Services, Office of the Actuary 11
Increasing Access Containing Costs Improving Quality
Healthcare Reform – A Changing Landscape
• 15+ million new
consumers will access
Medicaid and Medicaid-
like programs
• Insurance exchanges will
provide new platform to
purchase coverage
• Increased funding will flow
to community-based
clinics and safety-net
providers
• Integrated delivery
systems will offer similar
services as health
insurance companies
• Payers will be under
increased pressure to be
administratively efficient
• Fraud and abuse systems
and services will identify
issues and opportunities
• Electronic Health Records
(EHR), connected by Health
Information Exchanges (HIE),
will leverage clinical data to
improve health outcomes
• New sophisticated predictive
analytics will proactively
identify members at risk
• Personalized care programs
will drive increased digitization
of medicine
12
New Markets1
$665M Market
Extended/Adjacent Markets2
$900M Market
Base MMIS3 $1.3B Market
Attractive Healthcare Services Addressable Market
1New Markets – Long Term Care, Fraud, Waste, Abuse (FWA) and Managed Medicaid 2Extended/Adjacent Markets – Health Info. Exchange/PBM and Eligibility/HBE 3Base MMIS – Takeover Legacy MMIS, Run GHS MMIS Platform and Stand-alone MMIS Platform Sale
Govt H/C $2.9B Market
Provider $22B Market
Payer $15B Market
Payer Healthcare Services
$15B Market
25%
Growth
10-25%
Growth
5%
Growth
9%
Growth
CAGR ‘12 – ‘15
CAGR ‘12 – ‘16
Provider Healthcare Services
$22B Market
13%
Growth
CAGR ‘12 – ‘16
Source: Internal market size analysis 13
Xerox Healthcare Meets the Market Needs
Driver Market Need Xerox Solution Sets
Government program
expansion
Access, Platform Distribution,
Savings
• Healthcare BPO Platform
• HIX Solution
• MMIS and Provider IT Platforms
Demonstrate value
• Evidenced-based healthcare
outcomes
• Identify fraud, eliminate waste
and errors
Savings/Value • Healthcare Analytics & Cost
Containment Solutions
• Midas-Live and Midas Plus
Efficient delivery of care Distribution/Access;
individualized and multi-channel
communications
• Healthcare BPO Platform
• Provider Cost Containment Consulting
• Communications Solutions
Technology adoption and
integration
Information, Integration and
Interoperability
• Provider Platform
• Consulting
• Optimization Solutions
(EMR Extenders)
Actionable, relevant data to
monitor health care services Quality & Compliance Analytics
• MidasPlus
• Data Analytics
Personalized medicine and
speed-to-market solutions
Innovation and new technology
platforms
• Xerox Innovation Group
• Real time clinical alerts
14
$2B+ Healthcare Revenue – How it Breaks Down
Provider (incl ITO & Consulting) – 24%
• ITO platforms, including Pharma
• Consulting Solutions for EMR and Financial Systems, including Buck
• HealthCare Analytics for Care and Quality Learning Management Solutions
Payer - 36%
• Business Process Outsourcing
• Business Communications Services
• Call Center and Cost Recovery Solutions
Government Health – 40%
• Medicaid Administration
• Health Insurance Exchanges
• Pharmacy Benefit Management
• Health Information Exchanges
24%
36%
40%
Revenue by Services Type
15
36%
23%
23%
10%
8%
0%
20%
40%
60%
80%
100%
Consulting & Optimization
Analytics
Communication Services
ITO & MMIS Platform
BPO Platform
• Management and Technology Consulting
• EMR & HIE Integration
• Analytics & Data Management
• Care and Quality Management Software and Comparative Data
• Infrastructure and Platform Services
• Enterprise Print Services
• Adoption and End User Training
• Analytics
• Customer Care
• Document Supply Chain Management
• Finance and Accounting
• Enterprise Print Services
• Enterprise Marketing Services
• Human Resources
• Transaction BPO
• Transaction processing
• Customer Care
• Communication & Marketing Services
• Cost Avoidance and Recovery
• Care Management
• Health Insurance Exchange
• State HIEs
• Eligibility/Health Insurance Fraud and Abuse
• Health Analytics & Reporting
• Health Information
• Medicaid Fiscal Agent and MMIS
• Pharmacy Benefits Management
• Actuarial Services
• Benefit Consulting
• Communications
• Document Supply Chain Management
• Enterprise Print Services
• Enterprise Marketing Services
• Finance and Accounting
• Human Resources
• Plan Administration
Healthcare Offerings and Solutions
Providers Payers Pharma / Life
Sciences Government Employers
16
Xerox Health Services Operations
United States • Alabama
• Alaska
• California
• Colorado
• Connecticut
• DC
• Florida
• Georgia
• Hawaii
• Illinois
• Indiana
• Iowa
• Kansas
• Kentucky
• Louisiana
• Maryland
International • Dominican
Republic
• Germany
• Ghana
• Guatemala
• India
• Ireland
• Jamaica
• Philippines
• Puerto Rico
• Mexico
• United Kingdom
• Massachusetts
• Michigan
• Minnesota
• Mississippi
• Missouri
• Montana
• Nevada
• New Hampshire
• New Jersey
• New Mexico
• North Carolina
• North Dakota
• Ohio
• Oregon
• Pennsylvania
• Rhode Island
• South Carolina
• Tennessee
• Texas
• Utah
• Virginia
• Washington
• West Virginia
• Wisconsin
• Wyoming
17
EMR Extenders and
Mobility Management
HealthCare Innovation Focus
Health Insurance
Exchanges Communication and
Engagement Services
Fraud/Waste
and Abuse
Optimization/Adoption
and Learning Systems
HealthCare Analytics
18
Key Takeaways
• $2B+ business -> with above average growth and returns
• Well positioned to benefit from market trends – government, payers and providers
• Offerings built on differentiated platforms and broad BPO delivery capabilities
• Investing in innovation and focused acquisitions to further enhance market position
19
Twin pillars of
Medicaid growth:
- increased
eligibility
- aging population
Medicaid Spending is Substantial and Growing
$275 $253 $267
$305
$341
$382
$416
$446
$479
$514
$549
$592
$-
$100
$200
$300
$400
$500
$600
Projected Medicaid Spend (in billions)
Congressional Budget Office – An Update to the Budget and Economic Outlook:
Fiscal Years 2012 to 2022 (August 2012).
21
Xerox Government Healthcare - Did You Know?
Managing 13 billion
dollars in drug
expenditures each
year
Largest Medicaid
administrator by
claims volume with
over 40 years of
government health
program experience
Processing 563
million health
program claims
annually
Providing healthcare
services to 37 states
and 36 million
people
Distributing 54 billion
dollars in provider
payments annually
22
Xerox Internal Use Only March 6, 2013 24
Evidence Based
Medicine
Cost of Care Focus
Health Reform Market
Solutions
Innovative Culture
Connecting
End-to-End
Ecosystem
Best in Industry
Solutions
Market Depth
and Breadth
Largest Medicaid Administration Vendor
MMIS
Healthcare Eligibility &
Exchange Services
Pharmacy Benefits Management
Informed Health Long-Term Care
and HCBS
• Market position – #1
• Competitors:
HP, Molina, CNSI
• Market Position – #2
• Competitors:
Maximus, Deloitte,
MariChris
• Market position – #1
• Competitors:
Magellan, Catamaran,
Goold , OptumRX
• Market position –
Top 20
• Competitors:
APS Healthcare,
Qualis Health,
OptumInsight,
Medicity, CareNet,
Alere Health,
Healthways, inVentir
Health, Orion Health,
dbMotion, Axolotl,
Relay Health, CorVel,
Certifiy
• Market position –
emerging
• Competitors:
LifePlans, Univita,
Public Consulting
Group, MunichRe,
Univita, PCG,
CareCentrix,
Liberty Healthcare,
Maximus, Molina,
Acumen, DM
Ascends, APS
24
Processes /
Programs
Platform
Populations
The Market and Where We See it Headed
Market Today
• Fragmented long-term care
• Retrospective Fraud
Detection
• Reactive to Federal
mandates and funding
• State-driven
• MMIS is transaction
platform
• Multiple eligibility systems
• Mothers and children
• ABD and LTC in fee-
for-service
25
Highlights
• MMIS is a $1.3B market
• Key platform to capture significant organic growth
• Made a unique, ground up investment in a modern, SOA MMIS, Health Enterprise
- NH go live is 4/1
• 4 more states in process
Long Term Competitive Advantage
Medicaid Platform
26
Health Enterprise MMIS Platform Supports Our Vision
Our Provide solutions that address
administrative cost pressures
Provide scale and technology
to public health programs
Predictive analytics
A connected health
information ecosystem
Healthcare Solution Set
Enhancing to Support Vision Vision / Strategies
• Managed care, long-term care,
• Provider credentialing (Rule 6028), program integrity
• Lean business processes aligned with MITA 3.0
• Social media to support our business,
• Xerox Healthcare Cloud
• Mobile platform support
• Predictive fraud waste and abuse engine
• Partner with vendors for other Solutions
• Clinical predictive analytics
Innovation
• Integrated portal for MMIS, PBM, HIE, HIX
• DirectSecure for connectivity between doctors, patients and providers
• Longitudinal view of patient
• FactSpotter – linguistic engine
• Patents – Intelligent Workload Manager, Portal Modularizing
Toolkit
27
Processes /
Programs
Platform
Populations
Market Today Market Tomorrow
• Fragmented long-term care
• Retrospective Fraud
Detection
• Reactive to Federal
mandates and funding
• State-driven
• Dual eligible system of care
• Predictive analytics
• State-sustained programs
• Risk-Based Payment
Methodologies
• Consumer-driven
• MMIS is transaction
platform
• Multiple eligibility systems
• MMIS supports health care
delivery and integrated
care models
• Health Benefit Exchanges
• Human services platform
• Mothers and children
• ABD and LTC in fee-
for-service
• Managed care for ABD/LTC
populations
• Medicaid expanded to
uninsured adults under 65
Future State
Platform,
Populations &
Programs Converge
• Focus on
sustainability and
reform
• Three Platforms
- MMIS
- Health Benefit
Exchanges
- Dual eligibles/
Long-term care
• Human Service
Reform
• Outcomes- and
Analytics-driven
Our Point of View - Medicaid is a Catalyst for
Improved Health
28
Long Term Competitive Advantage
Health Benefits Exchange Platform
Highlights • Wins in 4 states
• Reform will create online insurance marketplace by 1/2014
• Addressable market is $1.2B
• Software-as-a-Service model
• Partnership with CHOICE Administrators
Web Portal
Eligibility
Shop and Compare
Enroll
IRSTax Credits
Medicaid / CHIPEligibility Rules
TreasurySubsidies
CCIIOVerification of
Citizen & Income
from
Social Security and
Homeland Security
HHS SecretaryReporting
Health Plan Information
Administrative Services
Consolidated Billing
Interfaces
Online
Calculator
· Customer
Service
· Financials· Risk
Adjustment
Health Plan Carriers
State Insurance
Agency
Health Plan
Certification
Employer
or
Consumer
Employer
or
Consumer
Outreach
State AgenciesReferral
MMISEmployer
ServicesNotifications
Underwriting
Billing or Invoices
Customer Services
29
2013 2014 2015 2016
1/1/16 Health Care Choice
Compacts
10/1/14 ICD-10
Mandatory Implementation
1/1/13 State
Notification
HIX State
Partnership
Federal
10/1/13 State HIX begin
open enrollment
1/1/18 Tax on High-Cost
Insurance
1/1/14 HIX operational,
Expanded Medicaid
coverage, CORE
Phase III rules,
Essential benefits
2018
PPACA Key Dates
10/1/15 Increase Federal
Match
For CHIP
11/5/2015 Health Plan Identifier
Required for small plans
1/1/13 Compliance
enforcement of
CORE Phase I
Operating Rules 11/5/2014 Health Plan Identifier
Required for large plans
1/1/14 Modified Adjusted
Gross Income for
Medicaid and HIX
Eligibility
1/1/16 More CORE
operating
rules
1/1/15 Value-based
Physician
Payments
3/31/13 PCP
Payments
30
Dual Eligible Transformation
• Medicaid Expansion
• Eligibility Captures
• Federal Mandates
Long Term Care
• Bundled Payment and Value-Based Purchasing
• Greater Fraud, Waste & Abuse Measures
• Service Planning, Assessment & Outcome Reporting
31
Long-term View: Transformation and Sustainability
Long-term View: Transformation and Sustainability
Medicaid, 43%
Medicare Post-Acute,
24%
Out-of-Pocket, 19%
Private Insurance,
7%
Other Public, 2%
Other Private, 5%
Medicaid is the primary payer for long-term care services
87% 80% 70% 68% 63% 59% 58% 55%
13%
20%
30% 32%
37% 41% 42% 45%
1995 2000 2002 2004 2006 2008 2009 2010
Growth in Medicaid Long-Term Care Services Expenditures
Home and Community Based Care Individual Care
$54
$75
$92 $100
$109 $115
$122 $123 In Billions
Source: Centers for Medicare & Medicaid Services 32
Shift in LTC is Opportunity: Fragmented Services
to Managed Delivery
15%
39%
18%
31%
Population % of Spend
Dual Eligibles - % of Programs
Medicaid
Medicare
Dual Eligibles represent
$321B in annual spend:
• $200B in Medicare
• $121B in Medicaid
Million current dual eligibles 9.1
11%
State applications for dual eligible demonstration projects
26 Of total dual spend is on sickest 10 percent
60% Of total Medicaid spend is on duals
39%
Of Medicaid
spend for
duals is for
LTC services
70% Of dual
spend is in
managed
care
33
High Tech. High Touch. High Return Transforming Human Services in Indiana
The Solution The Results The Challenge • Reduce error rates
• Reduce fraud and abuse
• Improve efficiency and eliminate case backlogs
• Overcome poor program performance and federal fines
• Become more customer focused and improve service to program participants
A comprehensive service center that blends high tech with high touch to improve efficiency and control for state administrators and better serve recipients via web, phone, mail, kiosk, or face-to-face.
• Business process services and eligibility support
• Innovations to improve caseworker workflow
• Centralized front-end document processing
• Since 2010, FSSA saved $129M
• Application volume nearly doubled but staff did not; backlog reduced by two-thirds
• Handled 2.2M calls and processed over 1M applications in 2012
• Timeliness of eligibility decisions on all public assistance programs has increased significantly; SNAP error rates decreased 50%
• FSSA awarded a $1.6M federal bonus for most improved
• Successful public/private partnership
Achieving results in
all areas – savings,
efficiencies,
accuracy, and
citizen service
improvements
Indiana Family and Social Services Administration (FSSA)
34
Our Differentiators and Innovations
• Service-Oriented Architecture
• Ground-up investment specific to
requirements of Medicaid
• Provides platform to manage other
healthcare programs
Health Enterprise Platform – MITA 3.0
• First to market
• SaaS model
• Custom BPO service for Medicaid expansion
• Significant pipeline: 10-15 states
• Wins in 4 states
Eligibility and Insurance Marketplaces
• Pharmacy
• Eligibility Services
• Utilization/Population Health Management
• URAC Accreditation
Innovative end-to-end Solutions
• Modular call center capabilities
• Large-scale, program-specific eligibility
expertise
• Advanced customer care technologies
Human Services Programs
35
Key Takeaways
• Strong growth with improving margins driven by our market
innovation, extensive footprint and comprehensive solutions
• Market leadership as #1 MMIS and #1 PBM in Medicaid space
• Well-positioned for Health Care Reform opportunities
• Unique MMIS platform will drive innovation and serve as platform
extension into new markets
• Population health solutions will address complex needs of
Medicaid recipients
36
Xerox Healthcare Payer - Did You Know?
~2.1 billion annual
payer-related
communications /
interactions
Over 100 Payer
organizations
supported
8 million daily
transactions
processed
20 of the top 20 US
commercial health
plans are clients –
including all top 12
BCBS organizations
$750 million in
claims recovered
annually
38
Health Plan Market Trends
• Payers shifting from B2B to B2C business
model
• HIXs will drive unprecedented growth
opportunity
• New entities creating market competition
• Increased cost pressure
• New models of care
Trends driven by the Affordable Care Act
39
Addressable Healthcare Payer BPO Market*
40
$925B payer revenue
$785B (85%
cost of care) $140B (15% administrative
services & profit)
$56B profit (~6% of total
revenue)
$84B administrative expenses
(~9%of total revenue)
$59B keep in-house
(~70% of admin
expenses)
$25B potential outsourcing
revenue (~30% of admin.
expenses)
$10B for ITO, HRO,
F&A, etc. (~40%) $15B for Payer
BPO (~60%)
*Based on internal market analysis
We deliver solutions that give payers the freedom to focus on their real business.
Improve profitability and efficiency, helping payers meet the Medical Loss Ratio mandate
Increased member satisfaction
Services that help payers take advantage of healthcare reform’s newest opportunities
Innovations that create operational efficiencies and improve outcomes
Scalable solutions that allow for rapid membership growth
Our Value to Commercial Health Plans
41
Mailroom
Document Imaging / Management Data Classification / Capture / OCR
Outbound Fulfillment / Print / Mail EDI Clearinghouse
Data Cleansing / Pre-Processing Member Eligibility / Enrollment / Maintenance
Claims Adjudication Provider/Member Customer Service
Premium Billing Payment and Reconciliation
Healthcare Communication Services Managed Print Services
Utilization Management Recovery Services
Fraud / Abuse / Cost Containment Disease / Population Management
Case Management Underwriting
Quality/Performance Measurement Decision Support
Sales & Marketing Provider/Network Management
Actuarial Budgeting and Forecasting
Financial Reporting Product Development
Complexity of Interaction
– Difficulty of Work or
Control Concern
Increases
Transactional
Analytical
Strategic
Value Added
Increases
Strategic Planning and Analysis
Services provided are technology platform independent
Payer Services
42
Payer Solutions - Primary Services
Customer Care
Inbound/outbound
solutions for members
and providers
• Benefits explanation /
verification
• Status inquiries
• Sales and lead
generation
• Reminders, follow-
ups and welcome
calls
• Outcome-based
interactive voice
response (IVR) model
• Seasonality and
scalability
Communication
& Marketing
Services
Improve the way payers
communicate with
members and providers
• Multi-channel
delivery
• Personalized
statements
• SBC compliance
• Consulting services
help plans switch
from B2B to B2C
• Digital asset mgmt.
• Translation services
Transaction
Processing
End-to-end
administrative services
• Front-end
• Image and data
capture
• Post processing
• Payment services
• Document and
transaction content
management
• Claims processing
• Membership and
billing
Recovery
Services
Data driven pre- and
post-cost containment
and avoidance
• Subrogation
• Coordination of
benefits
• Hospital credit
balance audits
• End-stage renal
analysis and audits
• HIT / DME /
Pharmacy benefit
mgmt. analysis and
audits
43
Payer Solutions – Healthcare Reform Related
Third Party Administrator
Services (TPA)
Services for health plans and Co-ops
• End-to-end, BPO delivery model
Primary Services:
• Full BPO administration
• Administrative platform
• Customer communications
• Care management – UM / DM
Secondary Services:
• Recovery services
• Financial management
• Credentialing and contracting
• Other (plan design, EDI, long-term
care, underwriting)
Payer Health Insurance
Exchanges (HIX)
Comprehensive HIX offering:
• End-to-end, technology driven
• Enables health plans to grow
membership and exceed new and
existing member’s expectations
Go-To-Exchange* strategy:
• Meets individual requirements of
multiple state exchanges
• Provides scalability to take products
to all forms of exchanges
• Tools to acquire new customers,
manage members, improve
customer retention
*as part of our partnership with HealthPlan Services 44
Payer Solutions – Differentiators
45
Transactional Customer Care Communication &
Marketing Services
Cost Recovery &
Avoidance
Strategic business unit (SBU)
Achievement based compensation (ABC)
Outcome-based deal structures
OCR
OnePass
Crowdsourcing
CallSimplicity
Speech analytics
IVR
Data analytics
Automated document repository
AutoBot
XTCM
Master control program (MCP)
eDelivery
Print & postage optimization
Interactive PDFs (iPDF)
Preference management
Multi-channel support
Social media
At-home agents / Vpod
LiveKey
Gamification
Summary of benefits & coverage
Global delivery
Asset acquisition
Data mining
ReportLink
CaseLink
CBAS
AudiTrack
Cross-payer consolidation Evolv hiring & retention mngmt
Marketing consulting
Lean six sigma & continuous improvement processes
Competitive Landscape
46
Service Offering Provider
Mailroom / Transactional
Data Dimension
Firstsource
SourceHOV
IBM
HP
Accenture
Claims Processing
Genpact
Cognizant
Infosys
Customer Care
Sitel
Convergys
West Corp.
APAC
Teleperformance
TeleTech
IBM
HP
Accenture
Cost Avoidance and Recovery
Ingenix
HMS
Rawlings
HRS / Trover
Communication and Marketing Services
DST Systems
RR Donnelly
Emdeon Inc.
Pitney Bowes
Our Innovation
The right message, for the right
reason, at the right time, through the
right channel
Multi-Channel Communication
Using our vast global workforce to
perform transactional inputs, creating
more opportunity for employees and
achieving operational efficiencies
Crowdsourcing
Intuitive interface simplifies standard
processes agents perform
CallSimplicity
• LiveKey
• Predictive Member Behavior /
Communication
• Vpod
Other Innovation Solutions
47
• Expect continued double-digit growth in revenue and profit
• Execution has been and will continue to be the foundation of our
growth and success
• With our broad and flexible business model, we are well positioned
to capitalize on the opportunities that healthcare reform is providing
• We service all of the top 20 US commercial health plans
• We provide flexibility as health plan clients shift from B2B to B2C
Key Takeaways
48
Xerox Provider Services – Did You Know?
100% of clients
indicate they would buy
our services across all
EHR platforms *
Trusted
Serving over
1700 hospitals with
over 25 years of
healthcare provider
support
Committed
The largest and
highest rated* Care
Management and
Quality Outcomes
software solution
Focused
70 percent
improvement in the
adoption of new
technology
Innovative
* As assessed by KLAS
**ITO Partial Category - tied with another vendor
Gartner Magic
Quadrant Leader -
multiple categories
Best in KLAS**
Recognized
50
Patients/
Consumers
Financial
Clinical
Trend Future
Our Point of View – Waves of Change Affecting
Our Clients, Informing Our Services
• Economic burden shifting to
patients, demand for transparency
• Reimbursement based on patient
satisfaction scores
• Choice, convenience and quality
driving patient behavior
• Retail, workplace and
telemedicine emerge as
important care settings
• Patients take accountability for
health
• Use of Patient Health Records
• Risk shifting to providers
• Reimbursement on quality and
patient satisfaction
• Managing direct cost of care
more important than ever
• Bundled payments paid per
patient annually, based on
efficient outcome delivery
• Connected care across settings,
within and across delivery
systems
• Physician-driven protocols
based on experience/knowledge
supported by retrospective
quality and outcome analytics
• Value-driven protocols based
on efficacy and costs emerging
• Personalized, evidence-based
medicine supported by real time,
predictive analytics
• Team-based medicine,
coordinated care across settings.
51
Xerox Provider Capabilities and Value
Deloitte
Dearborn Advisors
Dell
Dell Accenture
CSC Deloitte
MaxIT EMR Vendors
Premier Press Ganey
Truven Advisory Board
Quantros EMR Vendors
Dell Accenture
CSC IBM
Cerner Siemens
Optimize &
Engage
Expertise &
technology for
workflow
optimization and
Training
Role-based optimization
of workflow
Simulation-powered
Adoption and Training
Services
Bridging clinical
strategies (Meaningful
Use, ICD10)
Navigate
&Integrate
Tools, technology &
expertise to integrate
data across multiple
IT systems
Bridging clinical
strategies with the
deployment of IT
Comprehensive
strategic advisory &
consulting
HIE expertise
Platform &
Reduce Costs
Technology
platforms and
infrastructure to
lower total cost of
ownership
Solving BIG problems
and reducing costs
Full & partial IT
Outsourcing
Large-scale Clinical
Help Desk
Cloud-based
infrastructure
Inform &
Act
Data analytics to
provide information
and insight to
caregivers
Care and Quality
Solutions
Clinical Decision
Support
Compliance and Safety
solutions
Reimbursement
Analytics
So
lutio
n
Valu
e
Com
pe
tito
rs
52
Platform & Reduce Cost
• Design and deliver stable, redundant and secure IT solutions that minimize operational disruption
• Create and consolidate platforms for interoperability and cost effectiveness
• Enable operational excellence on consumption-based business and technology platforms
Infrastructure Services
EUC and Clinical Desk
Cloud
Security
53
Optimize & Engage
• The Breakaway Method, a researched-based methodology to dramatically increase adoption of IT applications
• Optimization & improvement of workflow across IT platforms
• Use of our clinical data to Lead transformation initiatives & address new care models
• Real-time simulation training for all clinical roles
• Optimization and adoption metrics
EMR Extenders
Simulation Training
Optimization & Adoption
metrics
54
Navigate & Integrate
• Expertise to bridge core HIT solutions and processes with clinical strategies
• Provide scalable solutions to deliver care across multiple sites and entities
• Deploy tools and technologies that integrate financial and clinical data
• Enable dramatic improvements in clinical documentation
Strategy and Advisory Services
EMR System Integration
Financial System Integration
Interface Development (HL7)
ICD-10
56
Inform & Act
• Through data analytics deliver information that
enables strategic decision making around risk
and outcomes
• Reduce uninsured patient costs and risks,
avoidable days, length of stay and increase
revenue
• Provide real-time clinical surveillance to
measurably improve care
CMS – Integration and Reporting Care Management
Clinical Analytics & Benchmarking
Core Measures
Patient Safety & Compliance 57
Inform & Act
58
Population
Management • Population risk factor
• Clinical and infection
surveillance
• Case management
Provider
Management • Peer review
• Provider profiling
• Credentialing
• Reappointment
• Provider benchmarking
Organizational
Performance • Regulatory reporting
• Quality management
• Financial management
• Benchmarking and
compare
• Patient relations and
HCAHPS
• Patient and safety risk
• Compliance
Our Differentiators and Innovations
• Consulting
• Managed services
• Training and adoption
• Analytics
• Enterprise content management
Breadth of portfolio
• Real Time Clinical Alerts – Advancing our MidasLive Clinical Surveillance Algorithms
• Digital Assistant – Real time Bedside Care Coordination with Mobile Alerts and Task
Management
• Advanced Atrial Fibrillation Imaging and Automated Categorization
• Interoperability Platform and Rules Engine
Dedicated healthcare provider innovation group
• Xerox MidasLive and MidasPlus
• PromisePoint®
• EHR hosting and integration
• Cloud computing
Strong platforms and technology
59
• Consistent double digit growth with high margins driven by portfolio of IP, consulting and IT
• The EHR domain knowledge and tools to assist the hospital market in extracting value with their HIT investment
• A trusted provider of ITO services which helps provide the capital and savings to help fund the transformation
• One of the leading healthcare analytic platforms; poised to assist the market in clinical & financial analytics. Helping drive transition to paying for quality over quantity.
• Pursuing selective acquisitions that complement and enhance capabilities; continuing investments in strong innovation pipeline
Key Takeaways
60